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Client Support Specialist

2 months ago

Central Point, Oregon, United States Hunter Communications Full time

Job Type

Full-time

Position Overview

Are you enthusiastic about assisting clients? Do you have a strong commitment to delivering exceptional service and resolving issues? If so, the role of Customer Experience Advocate at Hunter Communications may be the perfect fit for you.

At Hunter Communications, we offer a comprehensive benefits package that includes medical, dental, vision, disability coverage, life insurance, and an employee assistance program. Our employees enjoy generous vacation, sick leave, and holiday time off, along with a 401k plan featuring a substantial employer match and various bonus opportunities.

Key Responsibilities

In this position, you will play a vital role in delivering technical support and assistance to our clients, ensuring their internet connectivity challenges are addressed promptly. This role demands strong problem-solving capabilities, excellent communication skills, and a solid understanding of internet technologies and network troubleshooting.

Under the guidance of the Customer Experience Manager, the Customer Experience Advocate Tier 1 will directly interact with clients and support staff. Responsibilities include managing databases such as telecom billing software, Salesforce Internet Support Tools, and ticketing systems. You will handle approximately 40-50 calls during an 8-hour shift, work on trouble tickets, input customer data into the billing system, schedule new clients, and respond to general billing inquiries. Additionally, you may be responsible for processing payments and requesting adjustments as needed. After a period of 6 months to 1 year, this role may involve participating in an on-call rotation for after-hours outage support every 5 to 6 weeks, with additional compensation for on-call duties.

Essential Skills and Qualifications

  • Customer Support: Deliver timely and accurate responses to client inquiries, issues, and complaints through various communication channels.
  • Problem Resolution: Assess client needs, troubleshoot issues, and devise effective solutions to ensure client satisfaction.
  • Product Knowledge: Acquire a comprehensive understanding of the company's offerings to effectively address client inquiries.
  • Documentation: Maintain detailed records of client interactions, including inquiries, complaints, and resolutions in the company's database or CRM system.
  • Quality Assurance: Follow company policies and service standards to ensure high-quality client interactions.
  • Escalation Handling: Address escalated client issues promptly and professionally, involving supervisors or specialized teams as necessary.
  • Communication Skills: Communicate effectively and empathetically with clients to understand their needs and convey information clearly.
  • Multitasking: Manage multiple client interactions simultaneously while maintaining focus and professionalism.
  • Team Collaboration: Work collaboratively with other representatives and teams to resolve complex client issues.
  • Continuous Improvement: Provide feedback for process enhancements based on recurring client issues.
  • Compliance: Ensure adherence to relevant regulations and company policies regarding client interactions.
  • Performance Metrics: Meet or exceed performance targets set by the company.
  • Training and Development: Engage in ongoing training to stay updated on product knowledge and best practices.
  • Shift Flexibility: Be prepared to work various shifts, including evenings and weekends, to meet client needs.
  • Professionalism: Maintain a professional demeanor and positive attitude in all interactions.
Educational Requirements
  • High School Diploma or GED is required; college experience is recommended.
Experience Requirements
  • Familiarity with computers, telephony, and basic networking concepts.
  • Proficiency in Google Suite and Microsoft Office applications.
  • Ability to multitask and communicate effectively.
  • Understanding of internet technology and troubleshooting skills.
  • Typing speed of 35 wpm or more.
  • Attention to detail is crucial for maintaining accurate client accounts.
Physical Requirements

This role requires minimal physical effort in a typical office environment, with occasional lifting of up to 25 lbs. Frequent sitting, talking, and mental concentration are necessary, along with the ability to operate standard office equipment. Clear communication and hearing abilities are essential for interaction with clients and colleagues.

Hunter Communications is committed to providing equal employment opportunities and prohibits discrimination of any kind. This policy applies to all aspects of employment, including recruitment, hiring, promotion, and training.

Salary Information

$20 per hour